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Self-service technologies and consumer complaining behaviour : an empirical investigation
thesisposted on 2007-01-01, 00:00 authored by Nichola. Robertson
Consumers often report dissatisfaction with technology-based services. This thesis, for the first time, examines consumer complaining behaviour with regard to these services, and identifies the factors that influence it. Complaint management strategies are recommended that benefit both organisations and consumers in this evolving service context.